Program Manager / Project Manager - Learning and Talent Development (Bangkok based, relocation provided)

Overview

Agoda's Customer Experience Group (CEG) is a 4,000+ strong organization spread globally across nine countries in 4 continents. As CEG continues to grow, we realize the need for more robust learning and development processes and practices, in order to gain operational efficiencies and deliver top-quality customer care.

We are currently seeking to hire a Talent Development Project Manager. This is a new position within CEG that’s primary function will be to design and implement L&D solutions that supports CEG’s key strategic priorities to help improve, our tools, processes, systems, enhancing the efficiency of our customer service agents and improving the experience we provide to our customers.

This role is based in our Bangkok office as part of the CEG Talent Development team.

In this role, you'll get to

• Lead learning projects for our customer service agents and leaders introducing them to new processes, tools, and system enhancements.
• Create processes to capture the usage and effectiveness of the learning product or program and manage iterations to deliver better business results.
• Use data to influence decisions relating to training, tools, and processes.
• Report on analytics related to adoption, usage, and impact of learning products and programs.
• Create learning programs to upskill customer service agents and leaders on the new improved systems and processes.
• Create processes to capture the usage and effectiveness of the learning product or upskilling program and manage iterations to deliver better business results.
• Use data to report and influence decisions related to product usage, adoption, effectiveness, etc.
• Analyze data to ensure that the outputs of processes are achieved; identify key issues and risks, report accordingly to management and propose solutions to be implemented.
• Ensure constant communication between project teams and other stakeholders.
• Collaborate with project teams comprised of instructional designers, content developers and subject matter experts providing them project directions with clear roles and responsibilities, solving challenges, and ensuring the project team is aligned and always informed to deliver the end outcome.

What you'll need to succeed

• Excellent project management skills are essential for this role. A proven track record of managing complex, fast-paced projects is a must.
• Ability to work with ambiguity and without constant direction or supervision is required.
• A process-driven approach to work with demonstrable ability to create and implement SOPs.
• Experience in managing new hire programs in a contact center environment, supporting multiple channels (voice, email, and messaging or chat).
• Good understanding of contact center operations KPIs and metrics.
• Have a data-driven and scientific approach to decision making and problem-solving is a must.
• Basic knowledge of SQL is a plus.
• The ability to maintain constructive work relationships with the employees across all functions and at all levels.
• Fluency in English a must and additional languages a plus.
• Flexibility and a sense of humor are a must.

Education

It is required that the person in this role should possess a bachelor's or master's degree in a related subject.